Scroll through a list of FAQs or use the menu below to navigate to any section.
- Neat Software Installation FAQ’s
- Contacting Technical Support
- Neat’s Legacy Retirement FAQ’s
- Neat Account FAQ’s
- Mac OS Compatibility FAQ’s
- Cancel and Return FAQ’s
- Billing FAQ’s
Neat Software Installation FAQ’s
How do I download and install Neat?
You may obtain our downloadable products and installation guides by clicking on the following link: Get Neat
What is the difference between your Neat Legacy and Neat Cloud-Powered Software (Neat Smart Organization System)
Neat’s Cloud-Powered Scan Utility is our platform that provides the convenience of a desktop scan utility application with the all the features of our cloud service. Bringing our cloud service to your desktop allows us to provide quicker updates and more features you care about. If you are interested in learning more about our Cloud-Powered Software please click here.
Neat’s Legacy Software has been our flagship product for many years. Packaged with our Neat Scanner it provided an excellent starting point for scanning and organizing your ever growing piles of paperwork. We have made the decision to stop further development on our Legacy Software in an effort to focus resources on our Cloud-Powered Software. The retirement of Neat’s Legacy Software will allow us to release faster updates to our platform which means more features and functionality for you. Please read more about the End of Life for our Legacy Software here.
My AVG antivirus is telling me that Neat is a threat to my computer, what can I do?
When downloading and installing Neat, AVG Antivirus may detect the installer as a threat. Please visit this page for steps to properly install the software without AVG detecting Neat as a possible threat.
I have received a message ‘The Signature of This Program is Corrupt or Invalid’ when downloading Neat.
In some instances, Windows will flag the Neat installation file as ‘corrupt or invalid’. If you see this message, please click here for instructions on proceeding with the Neat installation.
Contacting Technical Support
How do I contact technical support?
There are three ways to contact the Neat support team. NeatCloud subscribers can call our technical support line at 888-898-3253. NeatCloud subscribers can also start a chat session with our support team by logging in to the Cloud Site. Non-subscribers can open an email case any time by clicking the ‘Create a Case’ button on our Contact Support page.
What are the hours of technical support?
Our technical support team is available from 9am-8pm eastern time, Monday-Friday.
Neat’s Legacy Retirement FAQ’s
Which versions of the Neat software have been retired?
We have retired the Legacy versions of Neat for Windows and Neat for Mac. This will affect the following versions of Neat:
- Neat for Windows: version 5.7 and earlier
- Neat for Mac: version 4.5 and earlier
You can find more information about the retirement and learn how to migrate to the new Neat software here
Do I need a cloud subscription to continue using the Legacy software?
You are not required to purchase a cloud subscription in order to keep using your Neat Legacy Software. If you are being presented with a message asking you to “Sign in to Initiate Sync” please sign in with the credentials you used to register your product. You will not be presented with that messaging again.
How will the retirement affect my software?
As of March 1st, 2016, we will no longer be developing software updates for the retired software versions. Agent-assisted support for the retired software will end after April 30th, 2016. The installation files for retired versions of Neat will no longer be publicly available on our website.
Can I keep using my current Neat software?
Yes! You can continue using any earlier versions of Neat which you have already installed. Please keep in mind, however, that as of April 30th, 2016 we no longer provide agent-assisted technical support for retired software versions.
Will there be any way for me to get support for my older Neat installation?
At this time we are not providing support for older versions of Neat.
How do I migrate from Legacy to the New Neat Cloud-Powered Software?
To make your transition easy we have provided a special offer with full assistance to get all of your data from your Legacy software to the new Cloud-Powered software. Click here to get started!
Neat Account FAQ’s
How do I reset my password?
Resetting your password can be accomplished by navigating to the following link and choosing ‘Sign in to Existing Account’ and then clicking ‘Forgot Your Password?’, click here.
Next, enter your email address and check the box to prove you are not a robot! You can then choose whether you would like to receive an email with a link to reset your password or enter your security question answer to change your password right away.
Mac OS Compatibility FAQ’s
Is Neat compatible with Mac OS X Mojave?
MacOS 10.14 Mojave Notice — Neat and Apple are finalizing a driver update for Neat scanners. We have a Release Candidate driver (v4.0.1) available here and we will post the production driver as soon as it is released.
Is Neat compatible with Mac OS X High Sierra?
Neat for Mac (Cloud Powered version – currently v126.96.36.199x) is currently compatible with Mac OS X High Sierra, however, Legacy versions of Neat for Mac (v4.5 or earlier) are not supported on High Sierra. We are aware of an issue when scanning. We have released a new driver to work specifically in High Sierra. For a link to the driver and steps on how to install the driver, please click here.
Is Neat compatible with Mac OS X Sierra?
Neat for Mac (Cloud Powered version – currently v188.8.131.52x) is currently compatible with Mac OS X Sierra, however, Legacy versions of Neat for Mac (v4.5 or earlier) are not supported on Sierra.
Is Neat compatible with Mac OS X El Capitan?
Neat for Mac is no longer supported in Mac OS 10.11.
Cancel and Return FAQ’s
How do I cancel my Neat cloud service plan?
If you have questions about how to use Neat cloud or need help with an issue, please visit our Help Center for articles and video tutorials.
You can request a cancellation for your Neat cloud service by logging into our Self Service Portal and choosing Cloud Subscription.
To cancel your Neat cloud service please follow the steps here.
How do I make a payment?
If you need to make a payment, please contact an Account Specialist at 866-396-5439 for assistance.
How do I confirm a payment?
If you need to confirm the status of your billing, you can do so through our secure self-service portal. Once you are logged in you can view recent orders or view all order history. Follow the steps here.
How do I extend a payment?
When you make a purchase that has a recurring monthly bill, your account will be charged the monthly amount on the day that you made the purchase. If you need to extend your bill/payment date, click here to open a Customer Service support ticket.
What is this charge?
If you see a charge on your account and do not know what it’s for, please click here to learn more.
How do I update my credit card?
If you need to update the payment method on your Neat account, you can do so by logging into our secure self-service portal. Click here to learn more.
How can I request a balance?
If you need to request the balance on your account, click here to contact an Account Specialist via Email or Chat; or give us a call at 866-396-5439.
What do I do if my order is on a payment hold?
If you ordered a Neat scanner, and have received an email informing you that your payment is on hold, please click here to submit an inquiry to our Billing & Accounts team. For more information about a payment hold, click here.
What do I do if I get a unsuccessful order message?
If you ordered a Neat scanner, and have received an email informing you that your order was unsuccessful, please click here to submit an inquiry to our Billing & Accounts team. For more information about an unsuccessful order, click here.
What do I do if I get a unsuccessful order message?
Refunds are processed 5-7 business days from the date of receipt of the returned product. If you have not received confirmation that your package was returned, please track the package using the tracking number on the return label. For more information about the status of your refund, click here.